Customer Success
Definition
Customer Success: Customer Success is a business function focused on ensuring customers achieve their desired outcomes while using a product. CS teams proactively help customers succeed, driving retention, expansion, and advocacy. It's especially important for B2B SaaS companies.
Example Usage
“Our Customer Success team's QBRs with enterprise accounts improved renewal rates from 85% to 95%.”
Common Misconceptions
Related Terms
Net Revenue Retention
Net Revenue Retention measures the percentage of recurring revenue retained from existing customers over a period, including expansions, contractions,...
Churn Rate
Churn rate measures the percentage of customers or revenue lost over a period. Customer churn counts lost accounts, while revenue churn measures lost...
Expansion Revenue
Expansion revenue is additional revenue from existing customers through upsells, cross-sells, or increased usage. Strong expansion revenue can offset...
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